Global Supporter Experience Lead
WFP seeks candidates of the highest integrity and professionalism who share our humanitarian principles.
Selection of staff is made on a competitive basis, and we are committed to promoting diversity and gender balance.
Job Title: Global Supporter Experience Lead
Division: PPF – Private Partnerships and Fundraising Division
Duty Station: Rome, HQ /Remote (place of residency)
Type of Contract: Short-term Regular Consultant (full time work schedule)
Level: CST-2
Duration: 11 months
Deadline for applications: 11.05.2023
ORGANIZATIONAL CONTEXT
The Private Partnerships & Fundraising Division (PPF) is responsible for mobilizing resources from the private sector. PPF has developed an ambitious five-year strategy and our ambition is based on need. The World Food Programme (WFP) is the emergencies, and working with communities to improve nutrition and build resilience.
Work as hard as we might, through drought and floods, conflict and peace, disasters natural or man-made, the needs are immense and growing. 828 million people in the world do not have enough food to eat. To get to a world with Zero Hunger faster, WFP has significantly increased resources in recent years from donor governments. We are now investing in and growing private sector fundraising to reach more people.
WFP’s private sector strategy (2020 – 2025) proposes to dramatically increase income from individuals to help reach more people and get to Zero Hunger faster, using new digital engagement tools to reach audiences across the globe in a flexible and cost-effective way.
Traditional individual fundraising in our sector was primarily conducted through offline channels and implemented through national fundraising operations. The individual fundraising market now looks very different, with the vast majority of potential donors having a digital presence and comfort with transacting online. WFP has a unique opportunity to define its approach amid this digital change, and leapfrog peers through its creation of a digital-led fundraising strategy that engages people worldwide from one centralized team.
INDIVIDUAL FUNDRAISING
WFP currently has the fastest growing global individual fundraising programme. Our focus is a digital-first strategy, working through a centralized global team recruiting supporters primarily through digital channels (Meta & Search) and building an outstanding supporter experience through a multi-channel loyalty programme that aims to deliver a best-in-class donor experience. The programme now recruits donors in English, French, German, Spanish and Arabic, with language capabilities also including Korean, and it delivers the supporter experience through email, SMS, WhatsApp, outbound telephone and Meta.
PURPOSE OF THE ASSIGNMENT
WFP’s Individual Giving team is looking for a thoughtful, resourceful, and independent expert to lead the supporter experience team and supporter care function within the Private Partnerships and Fundraising Division. The successful candidate will be responsible for delivering $22m income from the existing donor based in FY23 and do this through appropriate management and retention of existing donors through a multilingual and multi-channel programme – the main aim being to keep donors loyal, offer new engagement opportunities and increase their value. The responsibilities of this role will extend across single giving, regular giving, as well as mid and high value donor fundraising, and include the management of a digital delivery team and a supporter care function.
You will have extensive experience of working at the international level, ideally with a UN agency, with individual giving teams in multiple territories and collaborating with communications, advocacy, and marketing professionals. You will ahave digital and direct response marketing experience and a track record of achieving greater supporter loyalty, satisfaction, and value. You will also have experience of working with teams to deliver compelling content, stories and products to build commitment and loyalty.
ACCOUNTABILITIES / RESPONSIBILITIES
To manage and lead a team of eight supporter experience specialists covering the following disciplines: Single Giving, Regular Giving, High Value Donors, and Digital delivery
To be adaptable to the individual needs of direct line reports and appropriately meet those needs through varying management techniques as required
To deliver the annual income target and meet those core KPIs associated with the effective management of the existing donor base – retention, conversion, 2nd gift rate, revenue per donor
To deliver an end-to-end multilingual donor development programme which includes both individual fundraising campaigns, a series of objective led donor journeys and products
To ensure high levels of donor retention through the delivery both an effective evidence-led donor experience programme and an optimized payment strategy
To deliver new/additional income streams for the existing donor base, aimed at deepening engagement with WFP whilst offering new ways to give
To execute journeys and campaigns that target supporters based on giving status and propensity, and are optimized by channel preference and/or location to maximize results and net income
To make giving easy, effortless, quick, and relevant (frictionless/vaulted payments & direct debit)
To be accountable and have regular dialogue with our donors through surveys, focus groups and feedback, and use the outcome of the dialogue to continually guide priorities and focus
To align our vision with internal stakeholders within and outside of IG
To manage and optimize the programme through measurement and insight, being fully aware at all times of core performance and delivery KPIs
To be data led and use data analysis to spot new opportunities to scale, optimize and course correct.
To offer regular opportunities for donors to deepen engagement and connect with WFP and our beneficiaries.
To deliver a higher level of service that is deemed 'best in class’ in the not-for-profit sector
To stay abreast of sector trends in supporter experience and engagement and bring relevant learning to the team
QUALIFICATIONS AND EXPERIENCE REQUIRED
Education
University degree in a relevant discipline, i.e., International Development, Marketing, Communications or another relevant field. Or First University degree with additional years of related work experience and/or trainings/courses
Work history
Minimum of 8 year’s progressive experience working in or leading teams, to deliver results in individual giving
Experience at the international level, including at a UN agency and humanitarian organization, to attract, retain and consistently increase the value of individual supporters
Current and active knowledge of individual giving performance across multiple markets around the world for international organizations
Demonstrated ability to be data-driven and evidence-led and use performance and insights to inform decision-making to deliver higher returns in a programme
Experience of cross-organizational initiatives or appeals and working with colleagues in communications or creative and content delivery
Experience of working with specialized agencies to deliver fundraising offers and products to increase supporter engagement, loyalty, and value
Experience of digital, social media and fundraising trends including digital platforms and their potential for international reach and engagement as well as increasing ease of transactions
Experience of managing large teams with ambitious annual growth targets and able to adapt management style to meet the individual needs of direct line reports
Technical expertise
Proven ability to deliver projects on time and on budget and to brief and coach staff or manage consultants
Excellent understanding of global issues and an ability to translate an organization’s mission and work into engaging and easily consumable messages and appeals for the public in multiple countries
Soft skills
Excellent communicator with ability to work collaboratively with colleagues across different cultures, disciplines, and time zones
Ability to travel to WFP HQ, Rome, and other European locations, for meetings with agencies e.g., supporter care and occasional trips to Friends organizations
Availability for ‘out of hours’ on-call work including at weekends in the case of a humanitarian or other emergency appeal
Willingness to be adaptable and ‘roll your sleeves up’ to get the work done across a small team with big ambitions.
People-oriented. Uses tact and courtesy to give and receive information with a variety of individuals
Ability to think creatively and to work effectively in a multi-cultural environment and international organization
Motivated team spirit and contributed to a gender-balanced, inclusive, and sound working environment
Highly adaptable to change and comfortable dealing with ambiguity, stress and competing demands with grace and humor
Take initiative to solve problems and seek solutions
Language(s)
Excellent command of spoken and written English
Intermediate knowledge of another official UN language would be a plus.
Terms and Conditions
Short-listed candidates can be subject to written assessment.
WFP offers a competitive compensation package which will be determined by role’s responsibilities and deliverables, please acknowledge the level of this consultancy offer and be aware that as per UN policy any negotiation based merely on personal cv is not allowed.
This consultancy assignment is renewable upon funding.
Visit the website for detailed information on working with WFP: http://www.wfp.org – Click on: “Our work” and “Countries” to learn more about our operations.
Qualified female applicants and qualified applicants from developing countries are especially encouraged to apply.
WFP is committed to diversity and inclusion within its workforce, and encourages all qualified candidates, irrespective of gender, nationality, religious and ethnic backgrounds, including persons living with disabilities, to apply to become a part of the Organisation. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the selection & recruitment process, and for work-related needs upon joining the Programme.
WFP has zero tolerance for discrimination and does not discriminate on the basis of HIV/AIDS status. WFP has zero tolerance for sexual exploitation and abuse, any kind of harassment, including sexual harassment, abuse of authority or discrimination. All selected candidates will, undergo rigorous reference and background checks.
No appointment under any kind of contract will be offered to members of the UN Advisory Committee on Administrative and Budgetary Questions (ACABQ), International Civil Service Commission (ICSC), FAO Finance Committee, WFP External Auditor, WFP Audit Committee, Joint Inspection Unit (JIU) and other similar bodies within the United Nations system with oversight responsibilities over WFP, both during their service and within three years of ceasing that service.
We greatly appreciate your interest in WFP and joining our mission to achieve Zero Hunger by 2030
Saving Lives, Changing Lives!
